GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
LLM and Generative AI Logs
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
SDK Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Integrations
  3. Configuring the Genesys Agent

Configuring the Genesys Agent

Genesys Voice Platform unifies web and VoIP telephony networks to enable new and powerful voice self-service applications. Kore.ai XO Platform’s Genesys Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Genesys. 

This post provides the configuration steps for enabling the Genesys Agent integration. Use the configurations provided below as general guidelines, as there could be some differences based on the version of the Intercom that you are using. 

Overview

Kore.ai’s Virtual Assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the Genesys agents to hand over conversations seamlessly. The VA also allows you to integrate with the Intercom platform. The VA facilitates communication and interaction between the user and the Genesys agent using the chat module. 

Configuration

To configure the Intercom agent, follow the instructions in the sections below.

Step 1: Retrieve your Organization ID

  1. To retrieve your organization ID, please follow the steps mentioned at https://developer.mypurecloud.com/api/webchat/widget-version2.html#obtain_your_genesys_cloud_organization_id
  2. Copy this ID under the Organization ID field and keep it for future use.

Step 2: Create a Deployment ID

  1. To create a Deployment ID, log in to Genesys Pure Cloud and navigate to Admin > Contact Center > Widgets.
  2. Under widgets, Click Create Widget with Widget Type selected as Third Party.
  3. Copy this ID under the Deployment ID field and keep it for future use.

Step 3: Create a Queue

  1. Log in to Genesys Pure Cloud and go to Admin > Contact Center > Queues and Create a queue.
  2. Copy this name under the Queue Name field and keep it for future use.

Step 4: Enable the Genesys Agent

  1. Log in to the Kore.ai XO Platform: https://bots.kore.ai/botbuilder
  2. Select a Virtual Assistant for which you want to configure the Genesys agent. 
  3. Navigate to Build > Integrations > Agent Transfer and click the Genesys button.
  4. Click the Configurations tab and enter the following credentials for the Genesys Agent:
    • Genesys Cloud login URL: URL of your Genesys AWS Region which will allow the platform to route the conversation requests to the provided Genesys AWS region. This is a mandatory field. You can find the URL of your region through the link provided with the field.
    • Organization_Id: The organization ID hosted on Genesys. (The same ID that you copied in Step 1.)
    • Deployment_Id: The deployment ID of your Genesys account. (The same ID that you copied in Step 2.)
    • Queue Name: The unique queue name. (The name of the queue that you created in Step 3.)

  5. If you want to make Genesys the default agent, enable the Default Agent System for all bot channels option.

    Note: This option is available only when you have multiple agents configured for your VA.  
  6. You can customize the channel mapping by clicking the Manage link.
  7. Once you click Manage, you can map the channels for which you want to use the Genesys agent to hand over the conversations. To learn more about channel enablement, see Adding channels to your bot.
  8. After mapping channels, click Done.
  9. Click Save to enable the Genesys agent.
  10. Publish the VA. For more information, see Publishing Bot.

Execution

This section helps you verify how the conversations from the Kore.ai XO Platform are handed over to the Genesys agent after enabling it. 

To verify the data exchange between Kore.ai’s VA and Genesys agent, follow these steps:

  1. Open a virtual assistant for which you have enabled the Genesys agent.
  2. Create a new Agent Transfer Node task. For example, create a PlatformAgent task with the AgentTransfer node and configure it to use the Genesys agent. For more information, read the Agent Transfer Node article.
  3. Click the Talk to Bot icon to launch the VA and enter Help.
  4. When a user initiates the chat from the VA, it transfers the conversation to the Genesys agent and sends a message to the user.
  5. Agent receives a notification about this on Genesys.
  6. Now, the connection between the Genesys agent and the user has been established, and the conversation continues.

Configuring the Genesys Agent

Genesys Voice Platform unifies web and VoIP telephony networks to enable new and powerful voice self-service applications. Kore.ai XO Platform’s Genesys Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Genesys. 

This post provides the configuration steps for enabling the Genesys Agent integration. Use the configurations provided below as general guidelines, as there could be some differences based on the version of the Intercom that you are using. 

Overview

Kore.ai’s Virtual Assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the Genesys agents to hand over conversations seamlessly. The VA also allows you to integrate with the Intercom platform. The VA facilitates communication and interaction between the user and the Genesys agent using the chat module. 

Configuration

To configure the Intercom agent, follow the instructions in the sections below.

Step 1: Retrieve your Organization ID

  1. To retrieve your organization ID, please follow the steps mentioned at https://developer.mypurecloud.com/api/webchat/widget-version2.html#obtain_your_genesys_cloud_organization_id
  2. Copy this ID under the Organization ID field and keep it for future use.

Step 2: Create a Deployment ID

  1. To create a Deployment ID, log in to Genesys Pure Cloud and navigate to Admin > Contact Center > Widgets.
  2. Under widgets, Click Create Widget with Widget Type selected as Third Party.
  3. Copy this ID under the Deployment ID field and keep it for future use.

Step 3: Create a Queue

  1. Log in to Genesys Pure Cloud and go to Admin > Contact Center > Queues and Create a queue.
  2. Copy this name under the Queue Name field and keep it for future use.

Step 4: Enable the Genesys Agent

  1. Log in to the Kore.ai XO Platform: https://bots.kore.ai/botbuilder
  2. Select a Virtual Assistant for which you want to configure the Genesys agent. 
  3. Navigate to Build > Integrations > Agent Transfer and click the Genesys button.
  4. Click the Configurations tab and enter the following credentials for the Genesys Agent:
    • Genesys Cloud login URL: URL of your Genesys AWS Region which will allow the platform to route the conversation requests to the provided Genesys AWS region. This is a mandatory field. You can find the URL of your region through the link provided with the field.
    • Organization_Id: The organization ID hosted on Genesys. (The same ID that you copied in Step 1.)
    • Deployment_Id: The deployment ID of your Genesys account. (The same ID that you copied in Step 2.)
    • Queue Name: The unique queue name. (The name of the queue that you created in Step 3.)

  5. If you want to make Genesys the default agent, enable the Default Agent System for all bot channels option.

    Note: This option is available only when you have multiple agents configured for your VA.  
  6. You can customize the channel mapping by clicking the Manage link.
  7. Once you click Manage, you can map the channels for which you want to use the Genesys agent to hand over the conversations. To learn more about channel enablement, see Adding channels to your bot.
  8. After mapping channels, click Done.
  9. Click Save to enable the Genesys agent.
  10. Publish the VA. For more information, see Publishing Bot.

Execution

This section helps you verify how the conversations from the Kore.ai XO Platform are handed over to the Genesys agent after enabling it. 

To verify the data exchange between Kore.ai’s VA and Genesys agent, follow these steps:

  1. Open a virtual assistant for which you have enabled the Genesys agent.
  2. Create a new Agent Transfer Node task. For example, create a PlatformAgent task with the AgentTransfer node and configure it to use the Genesys agent. For more information, read the Agent Transfer Node article.
  3. Click the Talk to Bot icon to launch the VA and enter Help.
  4. When a user initiates the chat from the VA, it transfers the conversation to the Genesys agent and sends a message to the user.
  5. Agent receives a notification about this on Genesys.
  6. Now, the connection between the Genesys agent and the user has been established, and the conversation continues.
Menu